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Unified Collaboration Evolution

Mark Beranek AT&T Emerging Technologies Team


2013 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo and other marks are trademarks of AT&T Intellectual Property.

Core Components of Unified Communications

Presence Audio, Web & Video Conferencing Chat/IM

Telephony

Calendar

Collaboration

Messaging/UM

Face to face video collaboration Reduces Travel Costs Enhances interaction

Unified Communications Benefits

Mobile replacing fixed lines provide flexible low cost collaboration tools

Instant interaction reduces human latency (IM, txt)

Calendar Collaboration Team synchronization

Availability via presence status across all devices and apps

2013 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo and other marks are trademarks of AT&T Intellectual Property.

Current Customer Environment Today Full of Challenges


Technical Complexity
Multiple architectures, networks, systems, applications for voice, messaging, video, collaboration:

Current State: Customer Manages Data Centers, Networks, People, Support


Applications
IP Phones Email Audio / web conf Soft Phones video conf Legacy /TDM Phones Directory Services Legacy PBX finance, .

Rapid technology change: IP, mobility, SIP , video, Aging / end-of-life technologies

IT challenge to pay for, maintain, support End user challenge to learn, use

Organizational Complexity Cultural changes

End-users
IP PBX Server Support LAN Switch

Changing business structures IT: Convergence of voice, data, network teams Rising user expectations (e.g. BYOD, video) Provide applications support internal or outsource Cloud solution decisions (Private, Public, Hybrid)

Support

Support
(Voice Mail, Presence, email, video, FMC)

Router/Gateway

Peripheral Servers

Networks
Support

IP/MPLS Network
Support

PSTN

2012 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

AT&T UC Services Transformation


Current State
Enterprise Voice TDM / IP PBX/Centrex IM / Presence / Email Carrier-provided services

Near Term
IP / PBX and / or UC App Platform

End State

Mobile UC

IP / PBX and / or UC App Platform

IM & Presence

Public IM Service Email / Legacy Voice Mail

Enterprise IM UC App Platform Unified Messaging UC App Platform

Messaging

Consolidated UC Strategy

Audio/Video/Web Conferencing UC Enabled Applications (CEBP)

TDM / IPX, Legacy H.320/ISDN, Limited

UC App Platform and / or Carrier Services

Business Applications

API Integration UC App Platform

AT&T Proprietary (Internal Use Only)


2011 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

Many options to deliver Unified Communications


Dedicated Environments
Premises-based Private Cloud

As-a Service
Public Cloud

Mix of Dedicated and Service Hybrid

Customer Owned, customer managed, operated at the customer site Attributes


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Customer owns equipment, and its operated in a dedicated hosted environment Attributes CAPEX Model Reduced Staffing Maintenance costs Reduced data center cost Shared control/support

Shared, multi-tenant infrastructure, which customers pay for per-seat, per-month Attributes OPEX Model Reduced Staffing No Maintenance Costs Data center included MRC Support included in MRC Less control

A flexible combination of all consumption models with services to support integration and management Attributes OPEX/CAPEX Model Reduced Staffing Reduced Maintenance Cost Support for legacy and new applications across hosted and customer data center Shared control

CAPEX Model Added Staffing Maintenance Costs Data center costs Complete Control/Support

2012 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

BYOD Continues To Rise In Enterprises


Top 3 Devices Enterprises Plan to Use in Their UC Architecture in 2013

Tablet

Smartphones and tablets will be the two most widely used devices for UC in 2013, passing traditional computers and desk phones
Infonetics Research

Smartphone

Laptop 0% 20% 40% 60% 80%

Percent of service providers


Infonetics Research, UC Deployment Strategies and Vendor Leadership: North American Enterprise Survey, Sept. 2012

By 2016, the only wire required for employee work spaces will be the power connector
Gartner Predicts 2012

2013 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo and other marks are trademarks of AT&T Intellectual Property.

More tablets being utilized as work tools today

84M

72%

iPads sold to date

Mobile workers with tablets

25M
7

64%

iPad Market Share in 2012

Total tablets sold in Q2-2012


2013 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo and other marks are trademarks of AT&T Intellectual Property.

Mobile Centric Movement

Secondary Device
PC and tablets replace fixed line devices at the work place

Primary and Secondary Device Enhancements Convert tablets into a complete work station including voice, video presence, IM collaboration
2010-12 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

Unified Mobile Work Space


New Office Workspace /Bring your own device capabilities


Reduce costs of having mobile and desk phone Greater flexibility allowing the same device and features at home, work and on the road Collaborate with voice, IM, Presence, Video and Voice Conferencing Promote new open work space concepts, WIFI versus wired infrastructure

UC Clients and App Options


AT&T UC Client AT&T Connect Cisco Jabber Client LYNC Shoretel

Mobile Device Options


iPhone, iPad, MAC PC, Windows Tablets Android Galaxy II others

Docking Stations

Mobile Work Space

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2011 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

Support for Nomadic Device Users and 911 Services

Enhancements in 911 service Applications allow the use of PC to work as a replacement to desk phone

Nomadic Device User


End user launches Remote Location Manager (RLM) Updates current location prior to utilizing UC app Application cannot be run RLM is completed ALI database is updated with new location

Remote Location Manager


RLM packaged with mobile work space port Updates the Master Street Address Guide (MSAG) in real time Self Managed by end user customer

Emergency Services
Provides complete support for Nomadic user Support PC and mobile devices Supports IP Telephony and mobile user hybrid Supports E911 regulatory requirements

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2012 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

Collaboration Is More Than Just Deploying a Set of Tools


You need to complement what you have today with changes in the delivery of technology (SIP Trunks, Internet, Mobile) federation between agencies with diverse UC applications expand collaboration PSTN Access Federation

PSTN Access Shifting from TDM to SIP IP Protocol Internet Access replacing classic transport access to support voice and data Mobile 3G, 4G, LTE taking the place of ordering traditional T1-PRI and PBX

IM and presence between UC solutions Federated directory, VoIP Video federation and Consumer

11 *Noted service features and availability are future looking and subject to change, modification or delay.

Cloud UC Contact Center


One Virtualized Center
Single Routing Engine Independent of Channel with fully integrated CC feature suite. Agents can be anywhere, added as needed to support business continuity and agent agility with flexible scale. At contact center locations, behind an existing PBX/Key system At home using local POTS lines, IP Phone, or IP Soft Client At remote offices with unique site-based auto attendant/menu and queue options tied into the formal contact centers At outsourcers for seasonal growth or cost savings with a flexible overflow results in one true CC Instance across your Enterprise. Shared Cloud Costs Means lower Cost per Agent Common Applications Delivered Across All Locations and Agent Type
No matter where the agents are physically, they are part of the solution - any contact can be delivered to any agent, anywhere at any time - with one set of business logic on a single Routing Engine providing full cradle to grave reporting across al interactions. 2011 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T 12
marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

PSTN

Internet

SIP Cloud

Cloud Data Center

WAN

Contact Center

Overflow

Branch

@Home

The best UC solution should support all the collaboration components


Cloud-based Unified Communications solutions or premise based solutions should support all the following
Considerations
CAPEX versus OPEX IP Telephony versus BYOD Delivered As-a-Service/multi-tenant Desktop, and mobile clients Support for iOS, Android, Windows phone devices Requirements for audio and video endpoint devices Integrated email, document sharing, social collaboration, and productivity applications Staffing and skillsets Data center requirements Contact Center Requirements Wed conferencing

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2013 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo and other marks are trademarks of AT&T Intellectual Property.

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